Lead Service Designer

Job Description
The Lead Service Designer is responsible for leading a cross-functional team to understand the current state of a client and to develop future-state solutions and approaches, including KPIs and roadmaps.
KEY RESPONSIBILITIES:

• Lead key deliverables throughout digital offer creation lifecycle, including user research, value proposition, customer journeys, business model, prototypes, UX, user stories, operating model, go-to-market strategy, and more
• Collaborate across teams internally and with clients to create a cross-disciplinary set of deliverables including service design maps, roadmaps, opportunity analysis and prioritization
• Plan and execute system mapping, customer journeys, scenarios and service specifications.
• Develop frameworks, templates and processes for use in both internal and external clients
• Define and measure success metrics and monitor progress
• Capture and communicate external market situation, competitive landscape, and partnership opportunities
• Analyze research data identifying and generating meaningful insights and behavioral patterns.
• Work closely with researchers, visual and user experience designers contributing to the improvement of the design quality and final user experience.
• Facilitate workshops with heterogeneous groups of clients and stakeholders.
• Create presentations and design strategy documentations.
• Collaborate with product owners and leaders to drive product strategy and the development roadmap.
• Apply quantitative and qualitative techniques to uncover human needs, develop insights, generate concepts, and craft solution with teams

Qualifications

• Minimum of 5+ years direct experience designing complex service design systems for multiple touchpoints projects.
• Minimum of 10 years total experience
• Minimum Bachelor degree
• Strong knowledge of user-centered design processes and passionate about solving complex Service and UX challenges.
• Strong skills in conducting and synthesizing research, insights and findings.
• Strong skills in structuring and visualizing journey maps, service ideation, concept communication and specification.
• Experience in core service design methods and processes

CRITICAL COMPETENCIES:

• Seasoned Service Designer with deep understanding of user experience research.
• Ability to facilitate workshops, set design sprints and hold seminars and training sessions.
• Knowledge of agile approaches and techniques.
• Ability to communicate effectively with different audiences.
• A solid competency in storytelling.
• Comfortable switching gears across strategy, service prototyping, and facilitation.
• Ability to understand the impact of technology on design deliverables.
• Strong interpersonal and client management skills.
• Experience with product management of services from ideation all the way to launch
• Experience being part of multi-disciplinary teams comprised of researchers, strategists, designers, consultants, architects, engineers, and data scientists
• Experience with innovation, agile, and UX project management.
• A love of collaboration and learning.
• A fearless and positive attitude.